Customer Lifecycle Director

<h3><strong>About Lola Blankets</strong></h3> <p>Lola Blankets is a fast-growing, design-driven brand creating the world’s most loved faux-fur blankets. With a devoted community, strong influencer presence, and rapid scale, we are redefining what comfort and style mean for the home.&nbsp;</p> <h3><strong>Role Overview</strong></h3> <p>Lola Blankets is looking for a Customer Lifecycle Director who will redefine what retention means for a premium, emotionally resonant brand. This is not a conventional “email and SMS” retention role. We’re looking for a leader who understands how to build brand love, loyalty, community, and advocacy — not just automate flows.</p> <p>This person will architect Lola’s full post-purchase journey, combining data, brand storytelling, community-building, and experiential touchpoints. They will partner deeply with the Brand team to create high-value, memorable experiences that turn customers into lifelong advocates and active participants in the Lola universe.</p> <p>In this role, you’ll build what loyalty means for our brand — including the strategy, structure, and launch of a new loyalty program. This role is perfect for someone who has built retention engines at high-growth consumer brands, luxury brands, or top agencies — and who believes loyalty is earned through connection, creativity, and consistency, not just discounts and email triggers.</p> <p><strong>Key Responsibilities:</strong></p> <ul> <li>Own the end-to-end lifecycle strategy, ensuring every stage of the customer journey deepens connection and drives repeat behavior.</li> <li>Build and launch Lola’s loyalty program, including structure, tiers, benefits, and ongoing engagement.</li> <li>Lead the retention and loyalty strategy component of our digital products: the website and mobile app.</li> <li>Partner closely with Brand and Creative to design storytelling moments, VIP touchpoints, and experiential retention initiatives (events, access, exclusive drops).</li> <li>Develop segmentation, personalization, and analytics frameworks that inform lifecycle strategy and measure LTV, repeat rate, and cohort performance.</li> <li>Lead lifecycle channels (email, SMS, direct mail) and manage CRM/loyalty tech stack while innovating beyond traditional tactics.</li> <li>Manage the Sr. Retention Marketing Manager and future retention associates.</li> <li>Drive cross-functional alignment with Brand, Product, Ecomm, CX, and Paid Media to ensure a unified customer ecosystem.</li> </ul> <p><strong>Qualifications:</strong></p> <ul> <li>7+ years in lifecycle, retention, or loyalty marketing at a high-growth DTC brand, luxury brand, or top-tier agency including 3+ years of management experience.</li> <li>Direct experience building or operating successful loyalty programs or community-driven customer ecosystems.</li> <li>Proven ability to create experiential, brand-led retention moments (events, VIP access, exclusive offerings).</li> <li>Strong collaboration skills with Brand/Creative teams and an ability to blend storytelling with performance.</li> <li>Strong analytical skills — expertise in segmentation, cohort analysis, and LTV-based strategy.</li> <li>Track record of owning the lifecycle roadmap and delivering measurable improvements in repeat purchase and retention.</li> </ul> <h3><strong>Benefits</strong></h3> <ul> <li>21 days paid vacation + most federal holidays</li> <li>Comprehensive health, dental, and vision coverage.</li> <li>16 weeks paid birth parent leave; 8 weeks for non-birth parents</li> <li>55% off Lola Blankets for friends and family</li> <li>Opportunities for career growth and leadership as the company scales</li> </ul>